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Real Time Scheduler in Tampa, FL 33610 at TruGreen

Date Posted: 11/25/2018

Job Snapshot

Job Description

TruGreen is committed to providing personalized attention for our associates. We focus on developing our people by building proud, dynamic teams while helping associates reach their personal and professional goals. We continuously strive to make TruGreen an employer of choice and "a great place to work!" 

Position Overview

Provides multi-level support to management and associated service centers, including scheduling, reporting, and trend analysis.

Responsibilities

  • Uses workforce scheduling applications to track and monitor call volume and trends.
  • Monitors real-time queue and adherence reports to ensure service level and response time objectives   are met.
  • Communicates inter-day planning for contact centers to coordinate scheduling segments of time off phones.
  • Monitors productivity metrics and schedules to ensure adequate staffing in coordination with off phone activities.
  • Adjust intraday forecasts determined by changes in volume, call duration, and staffing levels using current trends and historical data.   Communicate to leadership of updated intraday forecast staffing needs to achieve optimal service level.
  • Perform Root Cause Analysis on Service Level misses and forecast variances.  Recommend action plans to reduce or eliminate root cause and improve operational performance.
  • Keys daily exception requests by priority through ticketing system.
  • Provides call volume/agent reports on daily, weekly, and monthly basis.   Ensures reports and communications to business partners are accurate and reliable.

Education and Experience Requirements

  • High school diploma/GED with 1-3 years of call center operations experience or an equivalent combination of education and experience
  • Workforce scheduling experience preferred

Knowledge, Skills, and Abilities

•         Knowledge of call center operations and scheduling

•         Computer skills in Microsoft Office applications (Word, Excel, PowerPoint, Outlook)

•         Verbal and written communication skills

•         Analytical skills

•         Problem solving and decision making

•         Attention to detail

•         Conflict resolution

Organization, time management, multi-tasking

Physical Demands & Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Regularly required to:

  • Sit, stand and walk
  • Use hands and arms to handle, feel or reach
  • Speak and hear
  • Use close vision abilities

Occasionally required to:

  • Lift or move up to 25 lbs
  • Stoop, kneel, crouch or crawl

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

  • Noise level
    • Low to moderate
  • Adverse Conditions
    • Minimal

TruGreen is committed to Diversity and Inclusion. We encourage diverse candidates to apply to this position.

We are an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.

To learn more copy and paste this URL into your browser: www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf

TruGreen performs pre-employment testing.

Disclaimer 
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

By providing my cell phone number, I agree that TruGreen may call or text/SMS message me on that number using an automated telephone dialing system or prerecorded or artificial voice to discuss possible employment opportunities, my account, including current and possible future services, customer service and billing.  I understand that providing my cell phone number is not required to inquire about or apply for employment or purchase services, and that I may revoke this permission at any time. 



R10442
101576